Return & Refund Policy

Thank you for shopping with Scoreal. We take great care crafting and packaging your handcrafted jewelry, but we understand that sometimes returns or exchanges are necessary. Please read the following policy carefully—our goal is to be transparent and fair to both you and our small-team artisans.

1. Eligibility & Process

1.1 Quality or Shipping Issues

If your item arrives damaged (broken, cracked, manufacturing defect) or if we shipped the wrong piece, we will make it right.

  1. Contact Us Within 2 Days: Email support@scoreal.com with your order number and clear photos or videos showing the issue.

  2. Proof & Authorization: Once we verify the defect or error, we will provide a prepaid return label.

  3. Replacement or Full Refund:

    • Replacement: We will send a new, identical item (if available) once we receive the damaged/wrong piece.

    • Refund: If a replacement is not possible, we will issue a full refund (including original shipping charges) to your original payment method within 3–5 business days of receiving the returned item.

1.2 Change of Mind / Non-Defective Returns

If you simply change your mind, or you decide the item doesn’t suit you, you may return unused, unworn, and unaltered items in their original packaging within 14 days of delivery for a partial refund. Eligible reasons include:

  • Color, size, or style not working for you

  • You found a different piece that better suits your needs

  • Personal preference change

Important Conditions:

  • The item must be in its original condition, with all tags, packaging, and any included jewelry pouches or boxes intact.

  • No signs of wear, scratches, or alterations.

  • Custom or personalized pieces (e.g., specific crystal combinations, engravings, color requests) are not eligible for return unless there is a confirmed manufacturing defect.

In these cases:

  • You are responsible for all return shipping costs.

  • A 20% restocking fee (covering inspection, cleaning, repackaging, and administrative costs) will be deducted from your refund.

  • Original shipping fees are non-refundable.

  • Refunds will be processed within 3–5 business days of receiving and inspecting the returned item.

2. Shipping Cost Responsibilities

Scenario Return Shipping Original Shipping Refund Restocking / Other Fees Notes
Defective/damaged item (our fault) We cover We refund None Provide photo/video proof within 2 days; we supply prepaid label.
Wrong item shipped by us We cover We refund None Provide photo/video proof within 2 days; we supply prepaid label.
Change of mind / personal reason (non-defective return) You cover No 20% restocking fee applied Item must be in original, unworn, unused condition with all packaging.
Customer-initiated exchange (non-defective) You cover No 20% restocking fee on returned item New item ships at your expense (or you may pay difference if applicable).
Lost in transit (carrier’s fault) We cover We refund or reship None Once confirmed by carrier; please allow 7 business days for investigation.
Return due to incorrect address or refusal to accept You cover No Deduct original shipping + 20% fee Customer is responsible for return shipping; refunded amount = order total minus shipping & fee.

3. Refund & Exchange Details

  • Processing Time: Once we receive your returned item, please allow 3–5 business days for inspection. Approved refunds or exchanges will be processed within that timeframe.

  • Refund Method: Refunds go back to the original payment method. Depending on your bank or card issuer, it may take an additional 3–7 business days for the refund to appear in your account.

  • Exchanges: If you request an exchange for a different size, style, or color (and the new item is in stock), we treat it as a return + new order. You are responsible for shipping costs on both the return and the new shipment, plus the 20% restocking fee on the returned item.

  • Failed Deliveries: If a package is returned to us because of an incorrect address, failure to claim, or refusal to accept:

    • We will refund the order total minus the original shipping cost and a 20% restocking fee once we receive and inspect the returned package.

    • Alternatively, you may request us to re-ship at your expense (new shipping charges apply).

4. Non-Returnable & Non-Refundable Situations

To maintain quality and fairness, we cannot accept returns or issue refunds in these cases:

  • Custom or Personalized Pieces: Any item made to your specifications (color requests, custom engraving, unique crystal combinations) unless a verified manufacturing defect exists.

  • Final-Sale or Clearance Items: Marked “Final Sale” or sold at a clearance discount.

  • Items Not in Original Condition: Jewelry showing signs of wear (scratches, missing crystals), stains, alterations, or missing original packaging, tags, or pouches.

  • Items Damaged After Delivery: Damage caused by improper handling, loss, accidents, or neglect (e.g., dropping, crushing, exposure to chemicals).

5. How to Initiate a Return or Exchange

  1. Email Support: Send your request to support@scoreal.com with:

    • Order number

    • Photos or video (if the return is due to a defect or wrong item)

    • Reason for return or exchange

    • For exchanges, state the exact item, size, or style you wish to receive.

  2. Obtain Authorization: We will respond within 24 hours (Monday–Friday, 9 AM–5 PM EST) with an approval and detailed instructions—including a prepaid label if we’re at fault.

  3. Ship Your Item: Pack the jewelry securely in the original packaging. Affix the return label we provide (if applicable). If you’re responsible for return shipping, choose a trackable carrier and retain your receipt/tracking number.

  4. Inspection & Confirmation: Once we physically receive your item, we’ll inspect it within 3–5 business days.

  5. Refund or Replacement:

    • For approved defects or wrong items, we will either send a replacement or issue a full refund (including original shipping) immediately.

    • For change-of-mind returns/exchanges, we deduct the 20% restocking fee and process the refund to your original payment method. If exchanging, we bill you for the difference (if any) plus shipping.

6. Responsibility & Liability

  • Store Responsibility: If a return is the result of our error—manufacturing defect, damaged during shipping, or wrong item shipped—Scoreal assumes all shipping costs, restocking fees, and loss.

  • Customer Responsibility: If you choose to return an item for any reason other than defect (e.g., change of mind, incorrect size, ordered wrong style), you assume full responsibility for:

    1. Return shipping cost (choose a reputable, trackable method).

    2. The original shipping cost we charged you.

    3. The 20% restocking/inbound handling fee.

  • Damage in Transit (Return): If you are returning an item and it gets damaged en route back to us, the refund may be reduced to account for diminished value. We recommend using insured, trackable shipping to protect your refund.

7. Need Help?

We’re here to assist you every step of the way. If you have any questions about returns, exchanges, or special circumstances, please reach out:

  • Email: support@scoreal.com

  • Hours: Monday–Friday, 9 AM–5 PM EST

  • Response Time: We strive to reply within 24 hours (excluding weekends and holidays).

Thank you for being part of the Scoreal family. We appreciate your trust in our handmade creations and want to ensure every piece you receive brings joy.